Req# 8235
York Hospital
York Hospital, York, ME
Care Access-York Hospital
Full Time, Days/Evenings, Tue.-Sat 7a-3:30p
The Care Access Team at York Hospital is currently accepting applications for our Switchboard Operator position. The Hospital Switchboard is a specialty of the Care Access Department and reports to the Director of the Call Center and Care Access. The Switchboard Operator responds to telephone calls in a timely, professional and courteous manner while maintaining patient confidentiality requirements, providing information as needed to meet our high level of customer service requirements. Assistance is provided to concierge personnel or visitors in their absence. On-call schedules are organized and maintained to efficiently facilitate contacting departments off hours.
Responsibilities and Duties
1. Answer all calls and respond to requests in a timely, professional and courteous manner utilizing computer system and documentation as needed.
2. Follow customer service standards for phone communications as set by department management.
3. Monitor and verify telephone trunk lines, voicemail, two-way radios, and beepers are operational; place service calls to appropriate vendors and notify appropriate hospital personnel.
4. Request assistance from Supervisor and/or Coordinator when encountering challenging calls or the need for clarification.
5. Assist callers with information as needed.
6. Responsible for hospital overhead paging.
7. Page all personnel based upon approved schedule as needed.
8. Understand and interpret all hospital codes and identify communication action for each code.
9. Respond to hospital codes and notify all pertinent hospital personnel as required by department procedures.
10. Record all responses to hospital codes.
11. Record all pages sent to on-call personnel.
12. Immediately answer Emergency / 123 lines and respond by notifying the appropriate staff.
13. Demonstrate a strong sense of urgency to all emergency calls.
14. Assist staff and patients with long distance calls as authorized in established department procedures; record the required information on the long-distance log sheet.
15. Follow medical center's policy regarding releasing any patient information.
16. Handle each call in a professional manner and treat callers with respect and courtesy.
Minimum Qualifications
1. At least 18 years of age.
2. High school diploma or verifiable high school diploma or GED (Certificates of completion not acceptable).
3. Previous experience within a call center and/or switchboard operator within a healthcare setting is preferred.
4. Knowledge of telephone functionality, voicemail, two-way radios, beepers, paging, security, fire, monitoring, emergency and alarm systems and procedures is preferred.
5. Excellent customer service and communication skills.
6. Must possess effective written and oral communication and interpersonal skills with the ability to deal with all levels of personnel and the general public in a professional and effective manner; must be able to use initiatives and independent judgement within established guidelines.
7. Excellent time management skills, the ability to make timely and sound decisions on urgent problems, and the ability to juggle many competing priorities and demands for time.
For immediate consideration, please complete the online application. YORK HOSPITAL IS AN EQUAL OPPORTUNITY EMPLOYER.
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